Support chat, support joke

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niStone99's review of CCL Online www.cclonline.com

★★☆☆☆

“Support chat, support joke”

Written on: 25/02/2021 by niStone99 (1 review written)


Sat 30 Jan 2021 ordered computer parts.

While their prices are very competitive and their ordering system very efficient, sadly that is where it stops. If you need to change an order due to their due dates not being met then you have to contact support by phone (they don’t advertise the number unless you ask for it) or chat then you are in for a rough ride. Their support staff cannot check stock levels, don’t have a clue about component compatibility and can only pass you the the support team. They can then take 24-48 hours to process the enquiry during which time the item(s) could be out of stock again. They also do not volunteer that you can change the order yourself (could have saved me half an hour) but if you do this you cannot order the goods because it will try to charge you the full amount again, in my case £530!!.

Also something that is disgusting is that the chat transcript is not sent to you after the conversation, so you do not know what info has been passed to the next person and might need to go through it all again. I know from reviews that CCL can deliver the goods if they are in stock (but their stock system is not accurate) but if you do have a problem then you are in for a long wait. As someone who has spent over £100K professionally buying IT equipment over the years I cannot recommend them as I have had vastly better service from their equally keenly priced competitors. I will not be using them again, its not how you deal with 95% of customers that counts, it is the 5% who need support that judges where my money goes.

On Monday 8th Feb which was at the end of the 48 hr period with no progress I contact them on chat and ask for the sales team phone number by phone and after 11 mins and 55 seconds they tell me I can pay the balance by PayPal and they can process the order as per the email instructions. I tell them I have not received the email and it is sent and received within a minute and I action that process.

The day after I receive my motherboard, ram and SSD, yay!

Then on 25th Feb 2021 CCL Computers send me an email stating “Thanks for registering your interest in the ASUS ROG Strix GeForce GTX 1660 SUPER OC 8GB Overclocked Graphics Card (ROG-STRIX-GTX1660S-O6G-GAMING).
We are pleased to let you know that we now have stock available for this item ready to order/reserve via our website.“

I get through to support again only to be told to ring the sales line? (Why do they have a support chat again?)

Of course I immediately ring within 5 minutes of getting the email and they are all gone!

I have had enough of you CCL computers, really!

  • Mobo, RAM, SSD

    Goods purchased & cost

  • On time

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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